【正文】 ions 4145 s about municating a set of business priorities that everyone in the organisation feels is important and that they want to achieve. If you take a holiday pany, this sense of purpose can be about focusing on firstclass customer service, so that all holidaymakers feel well lookedafter on arrival in a resort. A good boss cares about the development of staff and recognises that the pany will also gain if staff are encouraged to achieve their potential and succeed in their careers. People development depends on appropriate training and providing the right environment in which people can learn, either formally or on the job. It is possible to acquire leadership skills. While some people have an instinctive understanding of what makes a good manager, others can learn as they go along.23．What does the writer say about good managers in the first paragraph? A They would succeed in all types of organisation. B They share certain qualities with one another. C They learn their skills in a good working environment. 24．What does the writer say the CEO of a large pany must do? A Encourage staff at all levels. B Set higher performance targets. C Motivate managers to achieve what they can. 25．Why does David Harvey believe directors are important in small panies? A They are responsible for staying ahead of petitors. B No one else takes part in the decisionmaking. C Their style directly affects all the staff. 26．According to the writer, what can a boss do to promote success in a small pany? A Give staff the opportunity to earn a good salary. B Make sure staff share the same aims. C Follow the advice of management schools. 27．Why does the writer mention the holiday pany? A to suggest a different approach to motivating staff B to show the importance of providing good service to customers C to give an example of some possible business values in practice 28．According to the writer, why is staff development important for a pany? A Staff work better if their individual careers are supported. B Staff need to keep up to date with developments in the industry. C Staff with problems can be helped to deal with them.PART SIX Questions 2940 This is because in a small pany, the Director shapes the pany culture and the overall atmosphere in the workplace. Without effective leadership, the pany will fail, regardless of the strengths or weaknesses of the petition.39。s job is to ensure, without the help of any middle management, that staff at all levels meet targets. This requires a different set of skills. 39。 Read the article below about the qualities of a good boss. t say 21．In Swan39。t say 18．One aspect of Swan39。t measure customer response, then it39。 note which hotel guests ask for ice in their drinks and produce it next time they visit. Although it is essential for effective CRM to record customer information on a good puter database, the real skill is in interpreting what your customers tell you and knowing what promises they think you have made. Swan believes that success requires an equal mix of market research, delivering what the customer expects, finding any weak areas in the system and asking customers for their after sales opinions and suggestions. 39。. Wrong39。Wrong39。 Read the report below about a talk on Customer Relationship Marketing (CRM). s expenditure on recruitment and training, and its production levels over a tenyear period. For each question, mark the correct letter (AH) on your Answer Sheet. s training days. If you can39。s Office Support A broad range of small business services provided by a workforce with bined experience of over 45 years. Tel: 01358 782323 A Creasey39。 Look at questions 15. In each question, which sentence is correct? s, a small pany, wishes to bee partners with a more experienced organisation. B Creasey39。t manage any of them, contact John. What should Maria do? A Notify John of the training days she might miss. B Inform John about the schedule for his training days. C Ask John how to arrange her training schedule. 5．DFN Motors to extend its Michigan assembly plant next year600 new jobs Recruitment and training to start January CLICK HERE FOR FULL STORY A A car pany is increasing the capacity of its factory in Michigan. B The staff at a car factory in Michigan will increase to 600 people. C A car factory in Michigan is training recruits to start work in January.PART TWO Questions 610 Do not use any letter more than once. CONTENTS A Bank charges on currency exchange: are you getting the best deal? B Career ladder: executive employment opportunities C Branding: reinventing your product D Setting up staff retirement schemes E Which policy can best protect your premises against damage or theft? F Getting out of the red: reducing overheads G Transport issueshow they affect your business H Exporting your brandhow to achieve this6．Mesut Akman runs a successful cyclemanufacturing business and wants to sell some established product lines to overseas markets. 7．Lena Feldt needs to pay off debts and cut costs at the executive employment agency where she is a senior manager. 8．Janice Carter, PA to the Chief Executive at Central Bank, is looking for an insurance deal to cover pany property. 9．Michael Kaminski wants to organise pensions for parttime employees in the advertising pany where he is Head of Human Resources. 10．Nicolas Perez, owner of an insurance pany, wants to change his pany39。 Which year does each sentence (1115) describe? Are sentences 1622 on the opposite page 39。? If there is not enough information to answer 39。, choose 39。 For each sentence (1622), mark one letter (A, B or C) on your Answer Sheet. CRMMarketing in the 21st century With over 1,000 published newspaper articles, three successful books and his current job as Chairman of his own marketing consultancy, Swan Partners, Richard Swan is well qualified to lecture o